TechFlow, Inc. is seeking an experienced Call Center Manager to lead and optimize our call center operations.

This role is crucial for ensuring a high level of customer satisfaction and operational efficiency in our dedicated support team.

The ideal candidate is a proactive leader who fosters a positive working environment while driving performance and quality standards.Key ResponsibilitiesLead the team to achieve and exceed client KPIs and SLAs, ensuring a high standard of service delivery.

Monitor and manage operational budgets, staffing levels, and resources to ensure optimal efficiency.

Implement strategies to reduce attrition and maintain a fully staffed team that meets business needs.

Drive performance through regular coaching, mentoring, and professional development of team members.

Conduct regular performance evaluations, providing constructive feedback, and executing corrective actions when necessary.

Ensure reporting deliverables are accurate and delivered on time.

Collaborate with senior leadership and high-level client managers to address challenges, propose creative solutions, and enhance overall client satisfaction.

Analyze data and performance metrics using Excel to make informed business decisions and report outcomes.

Maintain a strong focus on continuous improvement, ensuring processes are streamlined and customer interactions are optimized.

Foster a positive and engaging work environment, encouraging teamwork and accountability.